IT Support Officer

Location : Malta

Reporting to the IT Support Team Leader, the selected candidate will be responsible for acting as the first point of contact for all technical day-to-day support, operations, monitoring and control spanning across all IT services offered within the group. The selected candidate will form part of a team acting as the primary contact between business users and IT, and will play a strategic role in delivering a user service level that matches the business requirements and expectations. The selected candidate will be required to work on a shift basis.

Duties and responsibilities

Supporting the Banks IT services, providing application support, performing user maintenance and taking responsibility and ownership of logged service requests and user incidents, while ensuring a timely resolution according to the teams set Service Level Agreements

Monitoring and working to drive down incident levels related to user problems, recurring problems, onboarding of new users and managing of workstation setups

Actively participating in improving the usability and reliability of the groups IT services and following the appropriate knowledge management tools and practices in order to provide a more effective and efficient service to users, while contributing to their up-keeping

Ensuring that best practices and IT processes are followed, and when necessary, assisting the Team Leader in standardising and continually improving such processes

Monitoring all strategic IT services and systems through relevant tools, performing routine maintenance and assisting in the generation of management and performance reports

Assisting the Team Leader in identifying and implementing improvements to the teams incident logging system in order to provide a more effective and efficient service to end users

Ensuring that an inventory of all user related equipment, software and software licenses is properly and adequately maintained, and ensuring timely execution of workstation hardware and software upgrades

Participating in the extended support duty roster coverage and assisting the Team Leader in monitoring, measuring and evaluating the KPIs accordingly

Required knowledge, skills and experience

A minimum of 1 year experience working within an IT Support team

Advanced diploma in Information Technology or a higher qualification, or equivalent technical knowledge and experience

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